ACC SG Video Teleconference Room Maintenance 1

PERFORMANCE WORK STATEMENT

FOR

Building 546 Conference Room Maintenance

FA4800-26-Q-XXXX

ACC/SG Directorate

Joint Base Langley-Eustis, VA

ACC SG Video Teleconference Room Maintenance 2

TABLE OF CONTENTS

1.0 SCOPE OF WORK

2.0 DESCRIPTION OF SERVICES

3.0 GENERAL INFORMATION

4.0 SERVICES SUMMARY

5.0 GOVERNMENT AND CONTRACTOR FURNISHED PROPERTY, SUPPLIES AND

SERVICES

6.0 SERVICE CONTRACT REPORTING REQUIREMENTS MANPOWER REPORT

ACC SG Video Teleconference Room Maintenance 3

1.0. SCOPE OF WORK. Provide support services that include on call services, remote support, on site-troubleshooting as needed, repair, and parts replacement. Support services will be conducted on Video Teleconferencing (VTC) and Secure Video Teleconferencing (SVTC). All services will be provided to the equipment located at Building 546, JBLE, Hampton, Virigina 23665.

2.0. DESCRIPTION OF SERVICES. ACC/SG Directorate has Audio/Video (A/V) Teleconference (VTC) systems in Building 546, 162 Dodd Blvd Joint Base Langley Eustis (JBLE) in Hampton, Virginia.

Provides technical support services to help address technical issues experienced with the AV-VTC system/equipment, iG109051, iG109069, i109075, i109076, iG109083, iG109098, iG109127, 24043, i109099M. Contractor must provide full-service support and maintenance and coordinate with ACC/SG to replace equipment once the equipment has reached end of life/service through the manufacturer.

2.1. Primary Service #1 Maintenance Support/Technician Assignment: Service includes:

2.1.1 The contractor shall provide full-service maintenance coverage 5 days a week, with a four (4) phone response and 24-hour onsite response objective provided for critical system problems, and a 72-hour plus response for non- critical issues.

2.1.2. Technical Support – the contractor will provide access to technic for support during business hours.

2.1.3. Remote Programming Management – 8x5 telephone support and remote programming to evaluate the nature of the problem.

2.1.4. Remote Telephone Support – Trained technicians are available to assist during normal business hours to provide the answers ACC/SG needs on products, features/functions and interoperability. Test calls as needed with technician(s) to ensure operability of equipment.

2.2. Primary Service #2 Technical Support: – Technicians must be dispatched and assigned to service calls based on their experience and qualifications with particular AV/Video systems.

2.2.1. Temporary Loaner Equipment– Utilize loaner equipment from contractor if available until repairs have been made or new equipment has been purchased.

2.3. Primary Service #3 Application/ Data Support: Provide software and firmware upgrades when needed to fix an issue.

2.4. Primary Service #4: On-Call Maintenance Support Process Service and maintenance on-call service must provide notification of requests from start to completion.

2.4.1. Advised ACC/SG on process for requesting support during and after duty hours.

2.4.2. Provide properly trained support technicians for the maintenance issue until resolution.

2.5. Service Request Submission and Acknowledgement: The Contractor shall acknowledge receipt of a service request submitted during business hours within two business hours.

2.6. After- Hours Support/Critical Malfunctions: If ACC/SG requires after- hour support for Critical Malfunctions reported outside business hours, the contractor will make reasonable efforts to respond remotely within 4 hours and dispatch a technician by the next business day morning.

For requests outside business hours, acknowledgment shall be by 9:00 a.m. ET the next business day.

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2.6.1. Response Times:

Severity 1 (Critical) – Remote response: Initiate diagnostics initiated within two (2) business hours of acknowledgment.

On-Site: A technician will arrive (if a remote fix is not possible) within four (4) business hours of the determination that on-site service is required or by 10:00 a.m. the next business day if the determination is made after 1:00 p.m. ET.

Severity 2 (Significant)- Remote response: Within four (4) business hours of acknowledgment.

On-site: A technician will arrive within 24 to 48 hours following the determination that on-site is required.

Severity 3 (Minor): Remote response: Within eight (8) business hours / next Business Day of acknowledgment.

On-Site: A technician will arrive as mutually agreed upon, typically within three to four (3-4) business days.

Note –Coordinate closely with ACC/SG on each individual case to ensure a proper and feasible plan is developed in collaboration and agreement.

2.7. Semiannual Preventative Maintenance: Contractor shall schedule and perform two preventative maintenance site visits per performance period. Preventative Maintenance shall assess the status of equipment, test operation and functionality, identify defects or issues, perform required firmware updates, and conduct regular cleaning of devices as appropriate. Specific tasks to be conducted shall include:

• Checking the room operation via a test VTC with the contractor VTC test system.

• Testing the room controller’s interface and equipment operation by executing each menu button.

• Monitoring lamp life on projectors/DLP screens

• Performing an audio alignment on each microphone

• Installing spare equipment, if needed.

• Checking equipment in equipment room racks.

• Verify and correct cable labeling, if needed.

• Testing and installing software/firmware upgrades to meet manufacturer’s recommended update application while maintaining all facilities to DISA and Army Standards as required for access to the Defense Information Services Agency Global Video Services (GVS).

• Perform software and firmware updates as required to correct problems or comply with security requirements.

• Installation of replacement equipment

• Controller program functional updates

• Update as-built drawings if changes are made to systems; provide the updated drawings to the

Project Manager.

2.8. SERVICE CALL REPORTS: Contractor shall provide an electronic Service Call Report after each maintenance call and scheduled preventative maintenance visit to the ACC/SG POC within five (5) business days. The report shall include:

ACC SG Video Teleconference Room Maintenance 5

• Service Request/Ticket Number

• Date and Time of Request, Arrival, and Completion

• Technician(s) Name(s)

• Description of Malfunction Reported

• Diagnostic Steps Taken

• Corrective Actions Performed

• Parts Replaced (including part numbers, if applicable)

• Current Status / Resolution Achieved

• ACC/SG POC concurrence or sign-off is required.

• Upgrade suggestions will also be available upon request

3.0. GENERAL INFORMATION

3.1. Hours of Operation. The Contractor shall provide all services described herein during the business hours of 8:00 a.m. to 5:00 p.m. ET, Monday – Friday, excluding US Federal holidays.

3.1.1. Base Closure Days. If the Base Commander determines the base is closed due to snow, hurricane, or Acts of God, the contractor shall reschedule work planned for this time.

3.1.2. Federal Holidays: The contractor shall not be required to perform services on any of the following federal holidays:

• New Year’s Day - January 1st

• Martin Luther King, Jr. Day – 3rd Monday in January

• President’s Day – 3rd Monday in February

• Memorial Day – last Monday in May

• Juneteenth National Independence Day - June 19th

• Independence Day - July 4th

• Labor Day – 1st Monday in September

• Columbus Day – 2nd Monday in October

• Veteran’s Day - November 11th

• Thanksgiving Day – 4th Monday in November

• Christmas Day - December 25th

3.1.2.1. If a holiday falls on Saturday, the preceding Friday shall be observed. If a holiday falls on Sunday, the following Monday shall be observed. If a holiday falls on a scheduled service day, the contractor shall be responsible for rescheduling services for the first day post the holiday observance.

4.0. SERVICES SUMMARY (SS). The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of contractor performance and the expected method of government surveillance and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the Federal Acquisition Regulation (FAR) 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. The absence of

ACC SG Video Teleconference Room Maintenance 6 any contract requirements from the SS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract. The Government has the right to inspect all services required in the contract.

SS Item#, PWS Paragraph

Performance Objective

Performance Threshold Rating Criteria

SS #1 , 2.1.-2.4. Provide 24/7 support for primary services 1 through 4

Provide 24/7 Support Errors per Surveillance 0 = Exceptional 1-2 = Very Good < 3 = Satisfactory > 4 = Unsatisfactory

SS #2, 2.5. Service Request Submission

Acknowledge service requests no later than two hours after submission

SS #3, 2.6. After- Hours Support/ Critical Malfunctions

Respond remotely within 4 hours and dispatch a technician by the next business day morning.

SS #4, 2.8. Service Call Reports Contractor shall provide an electronic Service Call Report after each maintenance call and scheduled preventative maintenance visit

Within 1-5 days – Satisfactory Within 6 days – Marginal More than 7 days – Unsatisfactory

4.1. Performance Evaluation. The purpose of the Services Summary is to define performance evaluation and payment procedures. The Performance Objective (column 2) describes what the government will survey. Performance of a service will be evaluated to determine whether or not it meets the Performance Threshold (PT) of the contract. When the PT is exceeded, the Government POC will document the performance issue in a Corrective Action Report (CAR) or a Performance Assessment Report (PAR) and provide it to the Contracting Officer to finalize it and issue the report to the contractor.

4.1.1. If any of the services do not conform to contract requirements, the Government may require the contractor to perform the services again in conformity with contract requirements with no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may: - Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

• Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

• Reduce the contract price to reflect the reduced value of the services performed.

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4.2. Quality Control. The contractor shall develop and maintain a quality control program to ensure services are performed in accordance with this contract and PWS. The contractor shall develop and implement procedures to identify and prevent non-performance and continual repeat of defective service.

4.3. Quality Assurance. The Government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with the requirements set forth in this contract.

5.0. Government Furnished Property, Material, Equipment Government Furnished Property, Material, Equipment and Services (GFP/M/E/S):

5.1. Contractor is not responsible for the quality or functionality of any owner furnished equipment.

Existing equipment will be labor only- no replacement support. Any equipment not listed on the equipment list provided will be considered GFE.

6.0. SERVICE CONTRACT REPORTING REQUIRMENTS MANPOWER REPORT

6.1. The Contractor shall comply with FAR 52.204-14 Service Contract Reporting Requirements when applicable.